The player from Nigeria had completed the wagering requirements for a bonus on Ubet but was unable to convert his UCASH to USDT due to a non-responsive conversion button. Despite verifying his email and completing KYC, he faced delayed support responses, which left him frustrated as the bonus neared expiration. The Complaints Team had attempted to assist him by seeking clarification and extending the response timeframe; however, due to a lack of communication from him, the complaint was closed without resolution. The player retained the option to reopen the complaint in the future.
Ubet.io Casino - Player is unable to convert UCASH due to a broken feature.
Closed
Our verdict
Player stopped responding
Amount: 107 USD₮
Ubet.io Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
Hello, I finished wagering a bonus on Ubet, the bonus comes as a token called UCASH. After wagering, you can convert the cash to USDT or any currency you deposited in. I have done everything possible, verified my email, completed KYC and wagered my deposit, but it seems their conversion button is broken. I can't convert from UCASH to USDT. It doesn't respond to me. I have pressed their convert button multiple times, but it doesn't work. I don't know why. Now the support team is never available for days. They only answer once in two or three days. I have sent mails also and try to reach out to them via their telegram channel to no avail. The bonus has been wagered, but would soon expire if I don't convert it to UCASH and there is not even one single channel in which they have responded to my complaints
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you converted the UCASH tokens to real currency before?
- Have you ensured that you completed all wagering requirements for the bonus before attempting to convert your tokens to real money?
- If the problem persists, have you tried clearing your cookies and cache, deleting your browser history, and using a different device or browser to access the casino website?
- When was the last time you successfully communicated with the casino customer support regarding this issue?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 weeks ago
Dear Janevaro,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
